Service Delivery Representative III

SchoolsFirst Federal Credit Union•Tustin, CA

3d•$24 - $35•Onsite

About The Position

The Service Delivery Representative III serves as the primary point of contact for members' financial needs, complementing eServices, Chat, and Secure Message channels. This role is crucial for assisting members when they are unsure how to proceed or when other channels cannot provide the necessary support. The core function is to consistently deliver World-Class Personal Service on every interaction. This involves handling member inquiries by utilizing knowledge of various products, services, processes, procedures, and policies, navigating internal support systems for efficient issue resolution, and collaborating with appropriate departments. The representative will also suggest ways for members to access and manage their accounts, proactively identify opportunities to enhance member convenience and ease of use, and understand individual member needs to suggest personalized options. Accurate transaction processing, clear communication, and maintaining the confidentiality and security of member records are paramount. The role requires working independently while fostering strong team relationships through knowledge sharing and best practices. Adaptability to evolving technology and multiple computer screens is essential. Advanced research and problem-solving skills are needed to identify and correct member concerns, with a commitment to follow-through. In-depth product knowledge is required to make beneficial recommendations, explain benefits clearly, and include promotions and financial education resources. The representative must effectively de-escalate calls with care, compassion, and empathy, offering options and seeking guidance from specialty departments when necessary. Independent problem-solving, initiative, and sound judgment within prescribed limits are expected. Advocating for members by uncovering their true needs, evaluating, and proposing viable resolutions is key. The role also involves assisting with department projects, supporting service initiatives, creating training resources, and identifying process improvement opportunities. Serving as a mentor to new team members through peer coaching, feedback, and modeling best practices is also a significant part of the responsibility.

Requirements

High School Diploma or GED required
3-5 years of previous related experience required
Essential communication skills include empathizing, being engaging, focused, and attentive, using reflective listening, and asking open-ended questions to build connections and be a trusted advisor
Listens without interrupting
Asks questions to clarify and verify information
Recaps transaction to ensure understanding
Identifies essential information
Enters information quickly
Displays expected level of accuracy
Summarizes transaction clearly and concisely
Uses correct terminology
Problem-solving skills

Nice To Haves

Credit union/financial institution experience preferred

Responsibilities

Handle Member inquiries by leveraging knowledge and resources about various different products, services, processes, procedures, and policies.
Navigate the internal support website to provide solutions and drive calls efficiently.
Identify and collaborate with the appropriate support departments to ensure timely resolution of issues.
Suggest ways that our Members can easily access and manage their accounts.
Proactively identify ways to help make their lives easier by sharing the benefits of different channels to increase convenience, ease of use, efficiency, or any additional assistance our Member may need.
Understand which benefits are important to our Members and suggest personalized options for Members to better access and manage their accounts.
Perform account transactions and requests with accuracy, ensure your Members’ needs are met by clearly answering all their questions, and seeking out assistance as needed.
Maintain the confidentiality of Credit Union and Member records.
Protect the security of our Members’ accounts by properly identifying Members and listening for indications of Member impersonators and/or fraudsters before conducting transactions.
Work independently while fostering strong team relationships by sharing knowledge, resources, trends, and best practices with teammembers.
Navigate various technology systems, work with multiple computer screens, and adapt to evolving software and technology enhancements.
Perform advanced research on Member accounts with problem-solving to identify and correct Member concerns with following-through to resolution.
In-depth knowledge of our products and services to make recommendations which may be of benefit to our Members.
Explain benefits in a manner that supports Member understanding and includes promotions and financial education resources.
Effectively de-escalate calls using care, compassion, and empathy to provide options and seek guidance from specialty departments or advanced support.
Works independently to problem solve, take initiative, use good judgement for decision making within prescribed limits.
Advocate for Members with an ability to uncover and understand the true need being expressed, to evaluate and propose viable resolution.
Assist with department projects, support service initiatives, creating training resources, and provide improvement opportunities for processes or functions.
Serve as a mentor for new teammembers by providing peer coaching and beneficial feedback, sharing best practices, assisting with training, modeling the way, and actively recognizing others.
Advanced knowledge of account fraud transactions
Dispute and fraud card claim intake
Advanced knowledge of credit card functions, interfacing with multiple complex systems.
Advanced knowledge of debit card functions, interfacing with multiple complex systems.
Advanced loan account maintenance and recommendations
Set up and revise electronic payments
Set up/revise/cancel ACH payments
Advanced knowledge of specialty products, i.e., Summer Saver, Paycheck Planner, and share certificates
Advanced knowledge of retirement products
Facilitate account vesting changes
Verify Membership eligibility
Awareness of legal processes, i.e., levies, subpoenas, escheat, fiduciary accounts, etc.
Advanced knowledge of NCUA share insurance coverage
Provide next level support for SDR I and SDR II teammembers
Ability to process international and domestic wire transfers
Ability to process Secure Message correspondence
Advanced technical knowledge with eServices and Chat channels, to include troubleshooting, assisting with Zelle and other electronic money transfer systems.
Performs other duties as assigned
Complies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties.